Business Continuity & Disaster Recovery Statement

This statement outlines our continuity approach. Specific recovery objectives apply only where an Order expressly states them.

1. Objectives

Our priorities are protection of people, containment of security risk, preservation of critical data, restoration of core customer services and clear communication according to impact and available information.

2. Resilience approach

Depending on the Service, measures may include configuration backups, data backups, replicated infrastructure, documented recovery steps, alternative suppliers, remote administration and separation of production and management systems.

3. Recovery targets

A recovery time objective or recovery point objective is not contractual unless stated in the Order. Actual recovery depends on incident type, data integrity, supplier availability, hardware, connectivity, credentials and Client decisions.

4. Third-party dependency

Cloud, DNS, email, SMS, payment, telecoms, software and hardware providers may affect recovery. We may use an alternative or degraded service where reasonably available but do not guarantee substitution.

5. Backups

Backups reduce risk but may fail, be incomplete, contain corruption or require matching systems and keys. A managed backup plan does not replace the Client’s responsibility to maintain independent copies where business impact warrants it.

6. Client continuity

Clients should maintain contact lists, manual booking or trading procedures, offline critical information, alternative internet or power where appropriate, tested restore procedures and appropriate insurance.

7. Testing

We may test selected recovery procedures and backups according to service risk and capability. A test does not guarantee identical performance during a real event.

8. Communications

During a major incident, updates may be issued through the portal, status page, email, SMS or agreed contacts. Information may be limited while investigation is active or where disclosure would increase security risk.